10-POINT CHECKLIST: CHOOSING THE RIGHT

Experts at Making Your inContact
Installation Worry-Free

Our Professional Services team members are experts at
configuring and customizing your new inContact system. But
their real goal is to make sure your installation is a worry-free
and - dare we say - wonderful experience.

The Next Revolution: Cloud Computing

CLOUD SECURITY CHECKLIST

IT faces a dynamic environment of security threats. To trust your contact center in the cloud, you need a provider that meets the highest security standards. Ask these questions to evaluate security, reliability, and performance for your cloud contact center.

In a release, Bruce Temkin, Managing Partner of Temkin Group, said “The finalists provide a great set of case studies on customer experience. Anyone who is interested in customer experience can learn a lot from studying these 11 organizations.”

The efforts reported by some of the finalists, as published in the report, include various customer experience management initiatives. For example, Cisco (News - Alert) reduced its software download time on Cisco.com by nearly 81 percent, ensured that 94 percent of customer orders were booked within 24 hours and eliminated the minimum two days’ time for shipment to record US$ 2 million savings on freightage.

Elsewhere, in an effort to keep up with burgeoning demand brought on by the Affordable Care Act (ACA), the Kentucky Health Cooperative is adding call center staff and extending hours. It’s a trend felt throughout the country, as more people work to acquire health care coverage now that the technical problems with the federal Health Insurance Marketplace website have improved. The increased call volume mirrors the increase in enrollments in Kentucky and in other states. Nationally, the average daily enrollments have gone from less than 1,000 in October to 3,800 in November to 40,000 in December, according to the Centers for Medicare and Medicaid Services.

ShoreTel (News - Alert) recently announced that the County of Maui, Hawaii will use its technology solutions to address its ongoing UC requirements. The scalable communications solution is expected to serve approximately 1600 employees spanning 65 sites. This will help the County of Maui to effectively save 20 percent on the telecommunications cost it incurs each year.

Siri for Your Nest Egg: USAA Brings Out Virtual Assistant to Boost Savings Rate
It might be a surprise-or might not be, depending on where you're at in life-to hear that the savings rate among Millennials is not the greatest. In fact, reports from Moody's Analytics suggest that adults 35 years old and younger are actually not saving money at all; the average savings rate is negative two percent. In a bid to help out with this, USAA is bringing out the Savings Coach app, a kind of virtual assistant that helps Millennials work toward saving.
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